Health Concierge - Customer Support

At Australian Unity, we’re reimagining how health and care are delivered in our local communities. By working together differently, we help customers live healthier, more independent, and fulfilling lives, while staying connected to supportive communities. 

As a Health Concierge – Customer Support, you’ll be the first point of contact for our customers, providing empathetic, accurate and timely support across their aged care journey. You’ll manage a high volume of inbound enquiries, resolve issues efficiently, and build strong relationships that support positive customer outcomes. 

Enjoy hybrid flexibility in this full-time position, with 3 days working from our Clayton office and 2 days work from home once you’ve successfully completed your 6-month probation period.

Key Accountabilities 

• Handle high-volume inbound calls from customers, families and care workers 

• Resolve enquiries across services, scheduling, billing and care support by providing clear and accurate information 

• Deliver First Call Resolution (FCR) wherever possible 

• Accurately document interactions using systems such as Genesys and Procura 

• Follow business rules for warm transfers, escalation pathways and accurate task/note creation 

• Collaborate with internal teams to ensure timely customer resolution  

• Manage complex queries with empathy and professionalism 

What You’ll Bring 

• Recent experience in a high-volume contact centre or phone based customer support role

• Proven ability to manage complex customer enquiries end-to-end 

• Strong communication, active listening and rapport-building skills 

• Experience working in structured, process-driven environments 

• Confident using CRM/call centre systems (e.g. Genesys, Salesforce, Lumary - desirable) 

• High attention to detail and strong time management skills 

• Experience in health, aged care or community services desirable but not essential  

Why work for Australian Unity? 

• Additional Leave benefits including Community, Wellbeing & Deep Listening Leave 

• Flexible Work Options –hybrid role combining 3 Branch days & WFH after successful completion of your 6 month probation period  

• Career development with full access to LinkedIn Learning & internal opportunities 

• Staff discounts across our insurance products as well as our travel and retail partners 

• Fitness Passport – discounted access to 1,500+ gyms & facilities  

• Novated Car Leasing options through our partners Maxxia or Flair Cars  

• 14 weeks paid Parental Leave  

Click APPLY to submit your application.